Hello.
We discovered today that our button for opening stored templates has been moved from the mail window and to a sidepanel on the right side of the screen. We have also noted that for new requests (mail) it is not possible to use the feature at all.
This affects us quite much with thousands of emails beeing sent every day with our own premade templates.
As we have made some setup ourself, im not sure if this affects all, or just us. How can we move it back to as we had it before as this makes answering emails less effective?
Alle Svar (1)
Hi Daniel!
Glad you are reaching out!
We’ve moved the reply templates over to this side in to our reply tool, and have added a some new features.
You can now drop in previous messages and attachments directly into your reply, which should make it easier to handle multiple conversations or people in the same ticket.
We’re also testing some AI features.
First up, you’ll start seeing auto-suggested reply templates and FAQs based on the question.
After that, we’ll roll out AI-generated responses based on your pre-trained data. The tool will be able to pull info from your CRM—like service requests, FAQs, docs, and internal resources/web pages—to help you reply faster and more accurately.
We’d really appreciate your feedback! If you feel like it’s slowing you or your team down, let me know how—missing an overview? Can’t find a template you used before? more cliks?
Anything you notice is helpful.
Hope you’re having a great summer! 🌞